ISO 10002 Quality Management Training

The ISO 10002 Quality Management Course equips professionals with the knowledge and tools to implement and manage an effective complaints handling process. Built around ISO 10002, the course focuses on transparency, responsiveness, and continual improvement in customer service. It is ideal for customer-facing teams, quality managers, and compliance professionals looking to enhance trust, resolve issues efficiently, and retain customers.

Key Topics Covered

• Introduction to ISO 10002: Structure, principles, and objectives of the complaint handling standard
• Complaint Management Framework: Designing clear, accessible, and fair procedures for customer complaints
• Responsiveness and Resolution: Investigating complaints, managing customer expectations, and resolving issues effectively
• Continual Improvement: Analysing complaint data, identifying trends, and driving service enhancements

Course Benefits

• Improved Customer Retention: Address complaints proactively and turn dissatisfied customers into loyal advocates
• Structured Problem Solving: Handle feedback consistently with a documented, standardised approach
• Brand Trust: Strengthen reputation through ethical and transparent issue resolution
• Alignment with Quality Systems: Integrates seamlessly with ISO 9001 and other QMS frameworks

This course is designed for professionals involved in quality assurance, customer service, and continuous improvement, including:

• Customer Experience Managers
• Quality Assurance Professionals
• Contact Centre Supervisors
• Compliance and Governance Officers
• Service Delivery Leaders
• Business Process Improvement Specialists

Module 1: Introduction to ISO 10002 

• Scope 

• Normative References 

• Terms and Definition 

Module 2: Guiding Principles 

• General 

• Commitment 

• Capacity 

• Transparency 

• Accessibility 

• Responsiveness 

• Objectivity and Charges 

• Information Integrity 

• Confidentiality 

• Customer-Focused Approach 

• Accountability and Improvement 

• Competence and Timeliness 

Module 3: Complaints – Handling Framework 

• Context of the Organisation 

• Leadership and Commitment 

• Policy 

• Responsibility and Authority 

Module 4: Planning, Design, and Development 

• General 

• Objectives 

• Activities 

• Resources 

Module 5: Operations of Complaints – Handling Process 

• Communication 

• Receipt of Complaints 

• Tracking of Complaints 

• Acknowledgement of Complaints 

• Initial Assessment of Complaints 

• Investigation of Complaints 

• Communicating the Decision 

• Closing Complaints 

Module 6: Maintenance and Improvement 

• Collection of Information 

• Analysis and Evaluation of Complaints 

• Handling Process 

• Evaluation of the Satisfaction with the Complaint 

• Monitoring of the Complaints 

• Auditing of the Complaints 

• Management Review of the Complaints 

• Continual Improvement 

By the end of the course, learners will be able to:  

• Understand the structure and purpose of ISO 10002 

• Design and implement a complaint handling system aligned with customer satisfaction goals 

• Handle customer complaints fairly, consistently, and effectively 

• Monitor complaint trends and identify opportunities for service improvement 

• Build customer confidence through clear communication and transparency 

To achieve the ISO 10002 Quality Management Certification, candidates will need to sit for an examination. The exam format is as follows:  

• Question Type: Multiple Choice  

• Total Questions: 30  

• Total Marks: 30 Marks  

• Pass Mark: 50%, or 15/30 Marks  

• Duration: 40 Minutes